Case Study: First United Bank achieves unified, automated case management and faster customer service with OpenText

First United Bank and Trust automates customer-facing operations, unifies employee efforts with OpenText Business Process Management solutions

First United Bank and Trust, a privately held community bank with 650 employees serving about 75,000 customers across Texas and Oklahoma, faced major operational strain after several acquisitions. Paper-based processes and manual reporting created delays in new-account openings and loan approvals, poor visibility into business data, and compliance challenges that hindered consistent, high-quality customer service.

The bank implemented OpenText Business Process Management and Case360 to automate roughly 200 processes, convert 2.5 million documents to electronic files, and create virtual case folders and executive dashboards. As a result, customer-facing tasks such as ID capture and account activation now happen instantly, loan processing and reporting are faster and more transparent, and the organization has unified operations, stronger compliance controls, and improved ability to scale.

First United Bank

Bryan Wandel

Director of IT